MD Anderson Cancer Center Jobs

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MD Anderson Cancer Center Principal Business Systems Analyst -ServiceNow CMBD-ITAM in Houston, Texas

The Principal Business Systems Analyst will act as a ITSM (Information Technology Service Management) Service Lead for the Information Services (IS) division. They lead the development, utilization, and enhancement of IT Service Management standards and best practices for the institution, including incident management, problem management, change management, knowledge management, service catalog, asset management, and CMDB (configuration management database).

*REMOTE POSITION, MUST LIVE IN TEXAS*

This person is a liaison between the Service Management Center of Excellence (ITSM CoE) and user groups, primarily focused on maintaining uniform ITSM process compliance across IS. This person will be responsible for defining and tracking process performance against KPIs (key performance indicators) and drive continual service improvement. They will be hands-on with ITSM process management and demonstrate exceptional communication, work coordination and analytical skills. This person provides guidance, education, and mentorship throughout the IS division for those ITSM areas supported.

This role reports to the IS Manager who oversees the ITSM Center of Excellence in the department of IS Shared Services.

Process development and measurement

Leads the development, utilization, and enhancement of IT Service Management standards and best practices for the institution, including incident management, problem management, change management, knowledge management, service catalog, asset management, and CMDB (configuration management database).

Act as liaison between the Service Management Center of Excellence (ITSM CoE) and user groups, primarily focused on maintaining uniform ITSM process compliance across IS.

Define and maintain ITSM process.

Develop and measure performance against KPIs (key performance indicators) for their specific ITSM areas supported.

Drive continual service improvement.

Coordinate with user group champions to:

Receive process related feedback, question, concerns and address them

Identify new requirements and document in backlog

Keep user groups informed on upcoming ITSM platform activities (upgrades, releases etc.)

Coordinate with CoE and platforms teams to:

Review platform backlog and implement as per priority

Request any technical consultation related to ITSM system capability

Support platform team via documenting requirements and testing

Attend and actively participate in all ITSM CoE meetings.

Process documentation and education

Keep process documentation up to date.

Develop and send out communications and education materials.

Ensure that the user groups are following the defined processes.

Provide guidance, education, and mentorship throughout the IS division for those ITSM areas supported.

Professional development

Actively maintains functional knowledge of ITSM platform, ITIL methodology, and ITSM processes.

Participates in various meetings as appropriate to maintain working knowledge of ITSM processes.

Seeks knowledge to stay abreast of ITSM industry standards and trends.

Maintains knowledge of and competency in IT Service Management standards and best practices, including incident management, problem management, change management, knowledge management, service catalog, asset management, and CMDB (configuration management database).

Maintains a strong working functional knowledge of ITIL and ITSM platform, including any certifications.

Maintains education and functional knowledge of all MD Anderson and Information Services standards, policies, and ongoing education.

Provides management oversight, evaluations and mentoring to any team members as assigned.

Other duties as assigned

#LI-NG

Education Required:

Bachelor's degree.

Preferred Certification:

ITIL Practitioner Certification; ServiceNow Certification

Experience Required:

Seven years of progressive software systems implementation and support, business systems process analysis and design, to include two years lead/supervisory experience. May substitute require education degree with additional years of equivalent experience on a one to one basis.

Preferred Experience:

  • Experience developing and maintaining IT Service Management processes.

  • Experience with implementing or supporting ServiceNow and its workflow processes.

  • Experience directly supervising, coaching and/or managing people, both within their team, including team building and leading teams in a matrix reporting environment

It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html

Additional Information

  • Requisition ID: 149046

  • Employment Status: Full-Time

  • Employee Status: Regular

  • FLSA: exempt and not eligible for overtime pay

  • Work Week: Days

  • Fund Type: Hard

  • Work Location: Remote (within Texas only)

  • Pivotal Position: Yes

  • Minimum Salary: US Dollar (USD) 113,000

  • Midpoint Salary: US Dollar (USD) 141,500

  • Maximum Salary : US Dollar (USD) 170,000

  • Science Jobs: No

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